HOW DOLLAR GENERAL DELIVERS THE GOODS
Even a pandemic couldn’t keep the company from the communities it serves.
With countless companies impacted by supply chain disruptions amid the COVID-19 pandemic, many companies were resilient and resolute in finding ways to get products to their customers, no matter the challenges. As an essential retailer, Dollar General recognized that in some cases, delivering goods to its 17,600-plus stores across 46 states was more critical than ever.
“The pandemic had an enormous impact on the communities we serve,” says Tony Zuazo, executive vice president, global supply chain. “American households were relying on us more than ever to help stretch the family budget. Our drivers and distribution center teams took the responsibility very seriously because it was a time when families and households may have had few other options to get the essentials they needed.”
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RESILIENCE PERSONIFIED
Bill Thomas, director of Dollar General’s private fleet program, says that with the onset of the pandemic, simple everyday operations, such as buying trucks, building out the fleet, and hiring more drivers, were interrupted. And when Dollar General’s distribution teams, including its private fleet drivers, were deemed essential workers, everyone felt a responsibility to do what was needed to ensure products were delivered to communities across the country.
“We knew what had to be done,” says Thomas, “because in a lot of locations, our customers couldn’t get milk or eggs unless they went to Dollar General. We had to step up. We kept going, and it has made us stronger.”
We knew what had to be done, because in a lot of locations, our customers couldn’t get milk or eggs unless they went to Dollar General. We had to step up. We kept going, and it has made us stronger.”
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—Bill Thomas, Director of Dollar General’s private fleet program
To ensure that goods reached the stores, Dollar General continued opening and announcing new distribution facilities—the heartbeat of every supply chain. From its 27 distribution centers, including traditional and fresh facilities, approximately 3,000 tractor-trailer deliveries are made every day to DG stores across the country. This includes those that support its DG Fresh strategic initiative, a multiphase plan to achieve “self-distribution” of frozen and refrigerated food products, such as dairy and deli. In this supply chain model, the company can purchase goods directly from its manufacturers, store those products in its own facilities, and transport them through its own networks.
The additional distribution centers have also created opportunities for the expansion of Dollar General’s private fleet network and training programs that provide fully funded, on-the-job training to employees interested in earning their Class A commercial driver’s license. DG’s private fleet has grown to more than 700 trucks, up from just 80 in the spring of 2018. This increase not only helped customers by delivering much-needed goods; it also provided drivers with firsthand reports from the front lines during the worst days of the pandemic.
“Our drivers were letting us know that store shelves were getting wiped out quickly. We heard multiple stories about stores [running low on] food or toilet paper. It was a challenge, but we always made our deliveries,” says Keith Brown, a Florida-based Dollar General transportation manager who dreamed of driving trucks since he was a kid and drove dairy rigs for 28 years. “When our drivers would pull up, they would get a great reception with customers praising them for continuing to show up for the community.”
A SENSE OF FAMILY
As the pandemic continued, Dollar General trucks kept rolling into DG store parking lots. Communication between managers, dispatchers, and drivers was key—as was the feeling of purpose among employees and the local communities Dollar General calls home.
A sense of family, and making sure that everyone was well supported, is tremendously important during times of crisis. To that end, Dollar General awarded approximately $167 million in appreciation bonuses to employees, including DG distribution center workers and DG private fleet drivers, in recognition of their efforts to support the flow of goods into stores across the country.
“We just kept checking in and making sure our drivers had whatever they needed,” says Brown. “Our team doesn't want to be seen as heroes, but we are proud to serve our communities.”
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